Australians have had more reasons to complain about their phone and internet services in this year so far with the Telecommunications Industry Ombudsman recording a sharp increase in complaints between January and March.
The Ombudsman, Cynthia Gebert said her Quarter Three Complaints Report (2021-22) showed that phone and internet complaints had increased for the first time in five quarters.
“Residential consumers and small businesses made 22,203 complaints between January and March 2022, an increase of 21 per cent compared to the previous quarter,” Ms Gebert said.
“The sharp increase is counter to a two-year trend of declining complaint numbers,” she said.
“While the current quarter complaint levels are lower than the same time last year, the increase is significant.”
Ms Gebert said complaints increased across all service types.
The Ombudsman said the most complained about service type was mobile, with just over 8,500 complaints, but the steepest increase was recorded in internet services with a 31 per cent increase compared to the previous quarter.
She said that while poor customer service and problems with bills continued to be the main issues reported by consumers, the Quarter Three results showed complaints about poor mobile coverage increased almost 46 per cent and complaints about inadequate fault testing increased almost 63 per cent from the previous quarter.
“This quarter’s increase in complaints is a reminder that telcos need to focus on working with consumers to resolve complaints before they escalate to us.”
Ms Gebert said consumers needed to be able to rely on their phone and internet services, which were essential for work, schooling, running a business and keeping in touch with friends and family.
“When problems happen, the telcos need to work with consumers to identify and repair the problem,” she said.
“If you have tried to fix your phone or internet problem with your telco and you can’t work it out together, make a complaint with us – we’re free and here to help.”
The Ombudsman’s 15-page Complaints Report can be accessed at this PS News link.
